Ted- Are you an an engineer? Do you have a QA person? I ask because your parts are notorious for failing in their first few iterations and needing constant revisions. It would seem that to run an effective operation in the future you need to invest more in the design of your product than anything. People will wait for something great.
Give the guy a chance for crying out loud. He's acknowledging that his customer service stinks, and he seems sincere about fixing it. He does need to earn it back. Most business owners don't have the brains and the balls to be this honest with their customers. He deserves the chance to make things right.
Looks like I missed some drama. What happened with carbonLORD?
Its not just his service. Have you followed the issues with the newest cranks? A local rider has broken 3 sets of them in different places. That to me indicates he had either no idea what he was doing with the design or materials used in the product. The brakes have often been delayed and have had compatibility issues with multiple types of wheels, which were fixed, but within an extremely long timespan. Its both the products and the customer service that need work. Lots of promises and very little return.
There has always been some ridiculous excuse and this is yet another that probably means nothing in the scheme of things.
Don't take me too seriously. The only person that doesn't hate